Axi

2 weeks ago

Head of Client Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead the global Client Success function, owning end-to-end servicing across all contact channels and driving measurable service targets. Transform reactive support into retention-focused, AI- and automation-led servicing by overseeing agent deflection, tiered self-service models, workflow redesign, and KPI measurement on the DevRev platform. Partner with Product, Tech, and internal stakeholders to improve client experience, compliance, and retention while leading and developing a multi-country leadership bench.

Location: Kuala Lumpur

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Lead a global Client Success team, ensuring servicing coverage, consistency, and adherence to standards and policies across all contact channels.
•Own service targets and reporting, including live chat/email response and CSAT metrics within agreed service levels.
•Serve as functional lead for agentic AI and automation in client servicing, partnering with Product, Tech, and external AI specialists to deploy and continuously improve AI-enabled capabilities.
•Drive continuous improvement and contact deflection by redesigning workflows and shifting from agent-managed to AI-enabled and self-servicing models while meeting agent-to-ticket targets.
•Evolve the function to retention-focused outcomes by embedding retention KPIs and proactive outreach, partnering with internal stakeholders for lifecycle management and escalations, and leading multi-country team development and workforce planning.

Pay and Benefits

Perks:Health InsurancePaid Leave

Key Requirements

•Bachelor’s degree in Business, Finance, Economics, or related field; or 8+ years of progressive client services or customer experience leadership in financial services.
•Minimum 5 years leading distributed, multi-country servicing teams of 50+ employees across multiple time zones, languages, and cultures.
•Demonstrated ability to lead significant operational change, with intellectual curiosity and technical confidence to drive AI and automation adoption.
•Experience operating in a regulated financial services environment with strong understanding of compliance, risk, and client protection requirements.
•CFD, FX, or online trading industry experience is strongly preferred, plus experience partnering with Product and Technology on platform migrations, workflow automation, and AI-powered servicing tools.

Experience:Financial servicesFXCFDOnline trading

Education:Bachelor's in Business, Finance, Economics, or related field

Skills:LeadershipOperational disciplineData-driven decision-makingContinuous improvementClient centricity

Languages:English

Tech Stack:DevRevAIAgentic AIAutomationRPAWorkflow optimization

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Axi

Axi is an online forex and CFD broker offering trading platforms, market access, and execution services for retail and institutional clients. It provides MetaTrader platforms, competitive pricing, and risk management tools for currency and derivative trading.

Industry: Trading Platforms

Company Size: Large (251 to 1,000 employees)

Growth: Established Company

Headquarters: Sydney, Australia

Founded: 2007

Website

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Axi